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Ready to help us transform healthcare? Bring your true colors to blue.

The Implementation Support Representative II supports the Ancillary Sales/Retention areas as the primary resource for client implementation management which includes pre and post sales related activities for all ancillary new sales opportunities.

The Implementation Support Representative II will work as a liaison maintaining the proper channels of communication between the accounts, brokers, internal departments along with carrier partners by providing service support to the Indigo Sales team throughout the transition of the new business.

The Implementation Support Representative II is responsible for identifying and implementing process improvements both internally and with the external carriers. To successfully fulfill the responsibilities of this position, the Specialist must have the ability to foster and maintain positive relationships with a number of internal and external constituents.

Your Day to Day:

+ Must be knowledgeable about all partner carrier’s implementation requirements and setup processes.

+ Lead new account implementations as the primary point of contact for Sales Executives/Brokers including implementation calls to review paperwork.

+ Manage/resolve implementation or service concerns from Sales Executives/Brokers.

+ Provide end to end support and consultative services to the Account, Broker, and Account/Sales Executive during all phases of the sales, implementation, and post-sale process using knowledge of all ancillary products

+ Responsible for the audit of new sales account paperwork, ensure all accounts and members meet UW guidelines and eligibility requirements, and provide supporting documents (if applicable) with completed application.

+ Manage the resolution of escalated issues among our carrier partners and coordinating all responses with the external and internal teams affiliated.

+ Demonstrate initiative by suggesting methods for continuous improvement and participating in the implementation and provide support to resolution.

+ Establish and maintain positive relationships and effective communication with internal and external customers

+ Identify process improvement opportunities and work with necessary stakeholders to implement.

+ Manage multiple assignments and projects independently, with competing deadlines under time constraints

+ Maintain and update workflows and procedural guides as necessary

+ Assure quality of documentation by reviewing case paperwork as needed to make sure all necessary documents have been received match the sold product proposal

+ Facilitate with the Service team to ensure all brokers/accounts are provided with the proper documentation once benefits are installed.

+ Responsible for releasing all pertinent Post Sale documentation to the client, closing the loop on the full implementation process.

+ Assists management with reporting and special projects.

+ Provide assistance servicing ancillary accounts as needed.

We're Looking for:

+ Knowledge of Ancillary product portfolio.

+ Minimum 2 years business experience

+ Strong telephone skills and etiquette.

+ Experience in customer service capacity.

+ Demonstrates strong attention to detail.

+ Strength in analysis, identification of problems and problem resolution

+ Must demonstrate the ability to build strong relationships with Brokers, Accounts, Sales Executives, Internal Partners, and fellow team members to support results.

+ Demonstrates consultative problem solving including proactive thinking.

+ Demonstrates organization in the area of time management, balancing priorities, self-management, responsiveness and account partnership.

+ Demonstrates loyalty, integrity and professionalism.

+ Desire to work as part of a team, in a very fast-paced and dynamic environment.

+ Ability to multi-task and remain flexible under pressure.

What You Bring:

+ College degree, or equivalent work experience in an ancillary products sales or service position

+ Driver’s license and car required

+ Brokers License in Life/Accident and Health are required. Must be attained within 12 months of date of hire and maintained.

This position is eligible for the mobile and resident personas.

#LI-HYBRID

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationHinghamTime TypeFull time

Hourly Range: $31.71 - $38.75

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap (https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/) and imposter syndrome (https://www.braintreepayments.com/blog/overcoming-imposter-syndrome/) can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture (https://careers.bluecrossma.org/us/en/culturepage) page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community (https://careers.bluecrossma.org/us/en/jointalentcommunity?applyType=JTC) to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work (https://careers.bluecrossma.org/us/en/how-we-work) " Page.

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power , Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment Employer - veterans/disability. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.